XMReply

2023-09-28 16:08

United Kingdom

Reply

Dear Valued Customer, first of all, thank you for choosing XM and for your trust in us. Your XM MT4/MT5 account number is: 251052652, and your order number is: #45592689. Regarding your complaint, we have promptly forwarded it to the relevant department for a thorough investigation, and we would like to provide the following response: Firstly, XM operates on a market order model, where all customer orders are executed at market prices. You placed a buy order for 1 lot of US100 spot commodity, which was executed on September 13, 2023, at 15:30 platform time. Due to insufficient margin, this order resulted in a margin call and subsequent liquidation. Secondly, upon review, we found that at the time of your order execution, several important data releases, including the year-on-year core inflation rate for August, were published, which caused significant volatility in gold prices. This volatility led to an increase in spreads, resulting in insufficient funds in your account that triggered the liquidation. The system executed a forced close based on real-time quotes at that moment. You can also refer to the official website for details on XM's margin and liquidation standards: https://www.fxglobaltradingxm.com/cn/margin-and-leverage. Additionally, please note that different platforms may work with different liquidity providers, which can lead to variations in prices, although the overall trends remain the same. We assure you that your orders are executed based on market prices and are not subject to manual control. We appreciate your understanding in this matter. Finally, thank you once again for your understanding and support of XM! If you have any questions, please feel free to contact us through the XM official website at https://www.fxglobaltradingxm.com/cn/, and click on the "Web Customer Service" in the upper right corner to reach our customer support. XM provides 24/5 online customer support, and we are happy to assist you. Thank you.

Maker76856Start Mediation

2023-09-15 17:49

Hong Kong

Start Mediation

Every time I place an order, my position is liquidated and then reversed. This time I compared it with other platforms, and the spread was dozens or hundreds of points. I argued with the customer service, and he explained that the platform partners were different and the quotations were also different. When I compared it, I looked at it. Normally, when I didn’t place an order, the data was only a few points on the spot. When I placed an order, the spread was hundreds of points. Several times, the orders were profitable, but they all caused me to lose money. I can only expose on this platform, I hope you will not be deceived!